Sign InRefund & Return Policy
Clear return and refund terms for orders and digital access.
This policy explains when physical products may be returned, how refunds are reviewed, and how digital report or name unlock purchases are handled.
Return Window
You may request a return for eligible physical products within 30 days after the order is delivered.
- Return requests must be sent to [email protected] before shipping the item back.
- Please include your order number, the email used at checkout, the item you want to return, and the reason for the request.
- Items sent back without a return authorization may not be accepted.
Eligible Physical Products
Returned physical items must be in a condition that allows us to inspect and restock them.
- Items must be unused, unworn, undamaged, and returned with original packaging, tags, cards, and accessories when applicable.
- We cannot accept returns for items that show signs of use, alteration, damage caused after delivery, or missing packaging.
- Final sale items, gift cards, and products marked as non-returnable at purchase are not eligible for return unless required by law.
Digital Reports And Unlocks
AI reports, Chinese name unlocks, and other digital access purchases are delivered electronically and are generally final once unlocked or generated.
- We may review a refund request if a duplicate charge occurred, paid access was not delivered, or a technical issue prevented access after reasonable troubleshooting.
- Digital content refunds are not guaranteed after the content has been generated, unlocked, downloaded, viewed, or otherwise made available.
- If you cannot access a paid report or name unlock, contact support before opening a new purchase so we can check the payment and unlock status.
Refund Review And Timing
Approved refunds are returned to the original payment method after the request or returned item is reviewed.
- For physical products, we inspect the returned item before approving or declining the refund.
- If approved, refunds are normally submitted to the original payment method within 10 business days after inspection or approval.
- Your bank, card issuer, wallet provider, or payment platform may need additional time to post the refund.
Return Shipping And Costs
Return shipping responsibility depends on the reason for the return.
- Customers are responsible for return shipping costs unless the item arrived damaged, defective, or different from what was ordered.
- Original shipping charges, expedited shipping, duties, taxes, and customs fees may be non-refundable unless required by law.
- Use a trackable shipping method. We cannot confirm or refund returns that are lost before they reach the return destination.
Damaged, Defective, Or Incorrect Items
If an item arrives damaged, defective, incomplete, or incorrect, contact us as soon as possible so we can review the issue.
- Please email [email protected] with your order number, photos of the item and packaging, and a short description of the issue.
- After review, we may offer a replacement, refund, store credit, or another reasonable resolution depending on availability and the order context.
- Damage or loss during return shipping caused by insufficient packaging may reduce or prevent a refund.
Policy Reminder
This policy applies to purchases made through Five Elements AI and connected checkout flows. Third-party payment, shipping, or commerce providers may also apply their own terms during checkout.